OVERVIEW
To better listen to and serve the public, the Mexico City Government, through the Digital Agency for Public Innovation, developed the Unified Citizen Attention System (SUAC). This is a single platform for citizen attention that can be accessed through the city call-center, LOCATEL, through social networks, face-to-face windows, the Citizen Service Center, on the official website, and through the App CDMX.
The system allows city residents to request information, file complaints, and make suggestions or comments, learn requirements and receive notices from the relevant authorities. City residents then receive attention for any failure or problem with public goods or services provided by the city.
FEATURES
- Reports can be made and received every day, and at all hours. Follow-ups to requests can be consulted by entering the folio number on the Public Board available at the official website.
- When issuing the request through the SUAC, the relevant authority must issue a response with the form, times of attention, and follow-up within a maximum of five business days.
- Status changes to the request are noted in real time via SMS or email.
- There is a maximum period of 40 working days for the city government to attend to and resolve the public problem and to thus close each folio.
- The Digital Agency for Public Innovation randomly monitors all requests to verify compliance with attention to requests, and if problems or delays are found, the Agency notifies the Comptroller General.
- From the Public Dashboard, users can consult performance indicators for each authority. Users thus can see which public entities provide better responses and which do not, which serves to provide for ongoing improvement.
KEY RESULTS
The Mexico City Government’s intention is to create new physical and virtual spaces for service to city residents and thus to support collaboration between civil society and local government, in favor of governance, good government, and the promotion of democratic principles.
The Unified Citizen Attention System was created pursuant to all of the above, and has been declared the highest citizen service system. It has been expanded into multiple spaces so that anyone can use it. As such, it has been recognized as one of the better public policies for promoting and attending to city residents while supporting their participation in Mexico City Government.
RESOURCES
- Official Website – https://www.atencionciudadana.cdmx.gob.mx
- Youtube Video – https://www.youtube.com/watch?v=OkEjdYxvhh4